Customer Value Manager

The Commercial Customer Value Manager (CVM) owns a portfolio of Commercial-segment customers and is accountable for driving retention, adoption, and expansion outcomes across that book of business. The role is the primary post-sale relationship owner for assigned accounts, translating customer objectives into measurable value realized from Mimecast's platform.

What You'll Do

Gross Revenue Retention (GRR)

• Own renewal outcomes across the assigned Commercial portfolio, forecasting risk and renewal likelihood in Salesforce/Snowflake-tracked pipelines.

• Proactively identify and manage at-risk accounts using health scoring, escalating and documenting mitigation plans through a risk register.

• Lead renewal conversations and coordinate with Sales, Support, and Deal Desk to secure on-time, at-value renewals.

Product & Value Adoption (PVA)

• Drive adoption of licensed modules and features, closing utilization gaps identified through product usage data.

• Deliver structured onboarding, adoption check-ins, and value-realization milestones aligned to each customer's success plan.

• Promote adoption of AI-enabled capabilities (e.g. Cybergraph, ABEC) as part of standard account cadence.

Net Promoter Score (NPS)

• Build trusted, multi-threaded relationships with customer stakeholders to drive satisfaction and advocacy.

• Actively manage NPS survey follow-up, closing the loop on detractor and passive feedback within defined SLAs.

• Convert promoters into references, case studies, and save-wire stories.

Expansion ARR

• Identify whitespace and upsell/cross-sell opportunities within the existing portfolio, partnering with Sales on qualified expansion motions.

• Position incremental value in QBRs and health checks to support commercial growth conversations.

AI Mastery

• Apply AI-powered tools (including internal risk and account intelligence agents) to prioritize portfolio activity and inform customer conversations.

• Maintain proficiency with Mimecast's AI-enabled reporting and workflow tools as part of day-to-day account management.

Operational Accountability

• Maintain accurate account data, health scores, and activity records across CRM and reporting systems.

• Prepare and deliver Quarterly Business Reviews (QBRs) and account health decks for assigned customers.

• Contribute account and risk data into team-level reporting on GRR, churn ARR, and downsell ARR.

What Success Looks Like

• Portfolio GRR and NRR targets met or exceeded for the assigned book of business.

• Product & Value Adoption scores trending upward quarter over quarter.

• NPS response and follow-up SLAs consistently met; detractor issues resolved and documented.

• Expansion ARR contributed through identified and closed upsell/cross-sell opportunities.

• Consistent, confident use of AI-enabled tools in account planning and QBR preparation.

• Timely, accurate CRM hygiene and risk register maintenance across the portfolio.

What You'll Need

• 3+ years' experience in a customer success, account management, or client-facing commercial role, ideally within SaaS or cybersecurity.

• Demonstrated ability to manage a multi-account portfolio against retention and growth targets.

• Comfortable working with CRM and BI tools (e.g. Salesforce, Snowflake-based reporting) to track account health and forecast risk.

• Strong stakeholder management and communication skills, with the ability to run structured business reviews.

• Familiarity with cybersecurity, email security, or adjacent SaaS product categories is advantageous.

The base salary range for this position is 560k−700k ZAR plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.